Support Offerings

Overview

Radiant Logic offers three different levels of support offerings to our customers, making it easy to select something that works for you and your organization. 

Silver Support - Otherwise known as premium support

• Professional Support Monday-Friday, 6 am to 5 pm PST
• After hours 24 hours a day, 7 days a week for priority 1 issues
• Self Service Support Portal Access with Unlimited Support Cases 
• Screenshare & conference calls for urgent issues 
• Annual Health Checks 
• New product releases, defect fixes, and workarounds 

Gold Support  

Includes everything in Silver Support, plus:  

• Escalation Management 
• Pre-upgrade Analysis 
• Quarterly Health Checks  
• Scheduled Production Go-Live Assistance 

Platinum Support  

Includes everything in Silver & Gold Support, plus:  

• Dedicated Support Engineer 
• Scheduled Monthly Status Checks 
• Assigned Customer Experience Manager 

Support Features	Silver	Gold	Platinum
Support Hours (6 am - 5 pm PST)
24/7 Support for Priority 1 Issues
Self Service Support Portal Access with Unlimited Support Cases
Screenshare & Conference Calls For Urgent Issues
Annual Health Check
New Product Releases, Patches & Workarounds
Escalation Management
Pre-upgrade Analysis
Quarterly Health Checks
Scheduled Production Go-Live Assistance
Dedicated Support Engineer
Scheduled Monthly Status Checks
Assigned Customer Experience Manager

Additional Premium Details

Dedicated Support Engineer 

These dedicated support engineers' purpose is to build up knowledge and familiarity with customers' environments in order to resolve tickets expeditiously. Engineers will ensure pending actions are acted on in a timely manner, and regularly inspected with an eye toward timely resolution. During quarterly business reviews, engineers may also be brought in to discuss overall product usage and ticket submission.

Assigned Customer Experience Manager / Scheduled Monthly Status Checks 

Acting as a customer advocate, your dedicated customer experience manager will learn about your business objectives and organization to help you maximize your investment. They will perform monthly status checks and quarterly business reviews and work with Radiant Logic's professional services and support engineers to guarantee an exceptional customer experience. 

Datasheet